I brought my Kia in to the Toyota dealership at the beginning of January when I started having issues starting it. I trusted the service member who initially spoke with me and reassured me repeatedly that they would be able to service my car and get it running again in no time. I also trusted in the brand name of Toyota, as my family has owned several Toyotas over the course of many generations. Unfortunately, my overall experience with Larry H. Miller Toyota service department was very disappointing and I would never return for service and most definitely would not refer a friend. Here are the 3 reasons why I am disappointed with my service and the overall outcome: 1. My car was at the dealership for a total of 19 days! Although our service manager was very friendly, the communication between he and I regarding the vehicle was lacking. I was quoted a variety of prices and finish dates regarding the car and neither ever seemed to match up. The car took way longer than it should have , I drove the car home after he reassured me that he was "90 percent sure that it was fixed (when he should have been 100 percent sure)" and it gave me the same problems the very next morning. Therefore, I had to take it back again! 2. The service department couldn't figure out what was going on with the car, only had ONE service tech that knew how to work on Kias (and when he wasn't there, no work would get done on my car, for days) and finally had to take it to a partnering Kia dealership for advice. They should have referred me to them in the first place if they couldn't figure out the issue, not make me wait. 3. My spouse and I arrived to pick up the car on the final day, after they finally diagnosed the problem...and they wanted to charge us even more money for parts! Why in the world would you charge us for more parts when you should have found this issue in the first place? Gratefully, the service manager on duty heard us out and reassured me that I wouldn't be charged for those final parts and we drove off the lot not paying an extra dime. HOWEVER, he reassured us that he would check with his team to make sure that the parts/labor we were initially charged for was work that really needed to get done... and we've never heard back since. I believe in good customer service from a trustworthy company, and unfortunately I was let down repeatedly from the service department at Larry H. Miller Toyota.
I was reassured by the Manager on Duty, at the final vehicle pick up, that he would check with his team to ensure that we weren't charged for any parts/extra service that was initially needed for my car repair... and I conveniently never heard anything back. I don't believe that the initial work that was done on my car was necessary to repair it and that the $1200 that we spent on it initially should be refunded to us. Once it was discovered by your sister Kia dealership (weeks later) that the necessary part to repair the car for good was only $200, we should have only been charged that amount.
In response to case #******** filed by******************, Larry H. Miller Liberty Toyota is confident that we did everything we could to assist ***************** in addressing the concerns with the 2006 Kia Optima. Upon the initial visit the vehicle's intake manifold was leaking. We contacted Kia for all the repairs on the vehicle. Kia verified a problem with the intake manifolds on the Optima models. They stated that this particular model has an issue with intake manifold leaks and coolant temp sensors. We verified that the intake manifold was leaking before the repair was performed. We were instructed by Kia to start with the intake leak because that was the failure we were able to verify. We repaired the intake manifold leak and verified repair before returning vehicle to the customer. As soon as the check engine light reappeared we sent the vehicle to Kia to verify the intake manifold repair and to check the coolant temp sensor. Kia reassured us that the intake manifold repair was completed correctly and that the coolant temp sensor needed to be replaced also. Kia verified that both repairs were needed and we informed the customer of this information. The coolant temp sensor was replaced by Kia. We contacted the customer to return the vehicle.
Upon receipt of this case we have contact ****************** by telephone six times and have emailed her. ****************** has not answered or responded to any form of correspondence that we have attempted. We are confident that all appropriate steps and repairs have been followed to address the concerns with the Kia Optima. In addition, we have exhausted all attempts to address ****************** directly. We consider this case to be closed.
I received an email from the BBB saying that you haven't received any correspondence from me. I wanted to be sure that you knew that the Service Manager and I had met and had come to an agreement regarding the work that was done on my car. Would you like/do you need the details of that meeting? I don't want the results of my complaint to go undocumented, as I believe what I have to say will impact others and their decision abt the company.